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Sage Intacct’s Customer Support Transformation with Ortoo
Sage Intacct (part of Sage Software) is a fast-growing business, serving a global customer base from multiple office locations. They need a Salesforce case assignment system that can handle complexity and volume, allows them to scale their operations, keep every customer happy, and all without overloading their team.
Sage Intacct represents the cloud version of Sage Software’s financial offering. In contrast to many other Sage products that are designed and delivered for a specific region, the Sage Intacct team works from multiple office locations worldwide to serve a global customer base.
Sage Intacct is experiencing an escalating volume of support cases year on year, mirroring the growth of their customer base. Their small global team currently supports tens of thousands customer cases per year. Handling such a diverse and complex product globally means specialized agents are required to handle specific areas of the product.
Prior to using Q-assign, the team relied on a manual ‘pull’ model for case assignment, with two staff members actively triaging cases for at least part of each day. With ever increasing volumes, in combination with the added challenge of multiple time zones, this approach was no longer efficient, or indeed tenable.
The challenge was to find a Salesforce Case routing system sophisticated enough to handle complexity and volume, but user-friendly enough for the team to adjust the assignment logic themselves as their business requirements evolved.
Sage Intacct’s Customer Support Operations Director, Anthony Johnson, had a complex list of requirements when it came to evaluating the right tool for his team. He found the solutions he needed in Q-assign.
Upon implementation, the current manual triage system was eradicated, allowing at least one full-time role to be redeployed elsewhere.
With automated skills-based assignment now in place, cases are automatically routed to the right agent, first time, every time. Q-assign handles the complex logic that supports this assignment with ease – one of the app’s differentiators. What’s more, the Sage Intacct team are in control of adjusting these rules at any time, to accommodate any new circumstances.
Case assignment is not just skills-based, the Sage Intacct team rely on load balancing rules too, to ensure even distribution amongst agents. This workload management eliminates scenarios where one agent becomes overloaded and requires managerial intervention.
Q-assign also means the team can respond immediately to customer requests, with an immediate automatic response triggered upon case initiation by a customer. From this point Q-assign triages the case content to evaluate if there is an automated response that will provide a resolution. If that’s not possible, an additional message is sent once a case is assigned to a human, indicating who is handling the case and providing reminders for follow-ups.
This assignment has been carefully designed to have a slight delay of 30-60 minutes at the beginning of agent shifts, ensuring that the first few support staff on duty didn’t get overwhelmed.
“We are approaching 50,000 cases a year. Q-assign has eliminated the need for headcount to manually triage assign cases. Advanced logic can be easily setup to distribute cases based on skills, tenure, product matching, and severity, with multiple levels of quotas to meet any scenario a large and growing organization experiences. Plus we can adjust in real-time, eliminating lost time waiting on IT to change code. Powerful new plug-in actions and messaging via case comments, email, Teams, or Slack enable us to have reminder rules running to not only assign & reassign, but also add messaging for the new owner without having to manage Salesforce email templates.”
Anthony Johnson, Sage Intacct, Customer Support Operations Director
Sage Intacct’s experience with Ortoo underscores the importance of automated, intelligent case management for customer support. Q-assign has worked with the Sage Intacct team to transform their approach to case management, enhancing efficiency and improving customer experience.
